CSAT Toll-Free Line Operator

The Centre for Social Accountability and Transparency (CSAT) has embarked on the implementation of its new Strategic Plan (2025–2030). In response to the organisation’s evolving needs and growing demands, CSAT is inviting applications from suitably qualified and passionate individuals to fill newly created positions aimed at strengthening the delivery of its mission and strategic objectives.

Interested candidates are encouraged to apply for the advertised positions in accordance with the requirements outlined for each role.

Position: CSAT Toll-Free Line Operator (Grade GS5)

Reports to: Director of Programmes and Policy
Duty Station: CSAT Head Office, Lilongwe

Purpose

To manage the CSAT Toll-Free Accountability Hotline by receiving, documenting, processing, referring, and following up on citizen complaints, enquiries, feedback, and whistleblower reports related to governance, public service delivery, corruption, and social accountability. The incumbent will ensure all interactions are handled professionally, confidentially, and in accordance with CSAT policies and procedures.

Key Responsibilities

• Operate the CSAT toll-free hotline and respond professionally to citizen enquiries.
• Register, document, and maintain accurate records of all cases using the organizational case management system.
• Screen, categorize, refer, and track complaints to relevant programme staff and appropriate institutions.
• Conduct follow-ups and provide timely feedback to complainants on the status of their cases.
• Maintain a secure hotline database and prepare daily, weekly, and monthly reports.
• Uphold confidentiality, safeguarding, whistleblower protection, and data protection standards.
• Educate citizens on their rights, public services, and accountability mechanisms while promoting the use of the hotline.
• Maintain high standards of customer service, quality assurance, and ensure hotline equipment remains functional.
• Support community outreach, awareness campaigns, and perform any other duties assigned by the supervisor.

Qualifications and Experience

• Diploma or Bachelor’s Degree in Communications, Public Administration, Social Sciences, Development Studies, Community Development, Law, Information Management, or a related field.
• Minimum of two (2) years’ experience in customer service, call centre operations, complaint handling, helpdesk services, or citizen engagement.
• Experience working with NGOs, governance programmes, or case management systems will be an added advantage.

Core Competencies

• Excellent communication, customer service, and interpersonal skills.
• Strong interviewing, documentation, analytical, and problem-solving abilities.
• High integrity, confidentiality, empathy, and professionalism.
• Good organizational, time management, and report-writing skills.
• Fluency in English and Chichewa is required.
• Knowledge of Chiyao, Chitumbuka, Chisena, or Chitonga will be an added advantage.

Interested candidates who meet the above requirements should submit a signed application letter, detailed Curriculum Vitae (CV), and copies of relevant academic and professional certificates to:

The Executive Director

Centre for Social Accountability and Transparency

Off Kaunda Road, Gouji Complex, Plot No. 44

P.O. Box X209

Lilongwe, MALAWI.

20th July, 2026

Only shortlisted candidates will be contacted.

CSAT is an equal opportunity employer. Women and all qualified candidates from diverse background are strongly encouraged to apply.